Assistant Manager - Kuala Lumpur, Malaysia - HSBC
Description
- Job description
Why join us?
Some Careers grow faster than others.
If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
HSBC Technology and Services
HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.
Global Service Delivery
Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide.
Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
Purpose of Department
HSBC Securities Services (HSS) provides end-to-end securities services including fund administration, global custody, sub-custody and clearing, corporate trust and loan agency and other related value-added securities services to circa 3,500 clients around the world, and has over 7,200 employees.
HSBC Securities Service Operations (HSSO) supports the multiple product streams, through the product life cycle in Trade processing, Settlement, Post Settlement Investigation, Corporate Actions Processing, Reconciliations, Account Opening, Common Depository services and Loan Administration for Syndicate and Bilateral loans.
Our clients include banks and broker dealers, asset managers, hedge fund managers, insurance companies, pension funds, sovereign wealth funds and central banks.
Opportunity:
Acquire a broad understanding of all the Corporate Action processes and market specifications for various markets assigned and to allocate work on a daily basis to Global Support Executives.
Individual managers are responsible for managing operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework
What you'll do:
Customer service and problem resolution
- Monitoring 'Service Quality' of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team. Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
- Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
- Customer related data are handled in accordance to DPA and the Group Risk and Compliance standard.
Operations
- Ensure daily operational efficiency by overseeing and close monitoring of the operational processes and workflow, market specific requirements/procedures and performance of various systems in securities processing.
- Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
- To acquire a broad understanding of the corporate action processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
- To have a tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
- To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resourc
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